Can't fault their customer service...
I'd just placed a "Click and Collect" order with Masters for a Bosch washing machine (best price I could find - The Good Guys not willing to price match) when I found this site....and got very worried. Even though an email came through acknowledging my order, it bothered me that my efforts to track it on Master's site were met with the message that I hadn't placed any orders. It was Saturday evening so I rattled off an email to Customer Services, to ask for confirmation that my order had been received and to check how long I would have to wai...t for the order to be delivered to the nominated store. This morning I received a call from an affable lady from Masters Customer Services department who checked I wanted to go ahead with the purchase before confirming my order was being processed and that the store would email and text me to let me know that it was ready for collection, which was likely to be in the next two days. Two hours later, I received an email advising me that the washing machine was in the store and ready for collection. I checked the store's opening times and, finding they were open until 9pm, drove over to pick up the washing machine this evening, arriving at 7.50. I was surprised to find a number of staff looking like they were getting ready to finish work, bringing in trolleys and saying goodnight to colleagues. A member of staff at the "Click and Collect" desk told me that the store was closing at 8pm but assured me cheerfully that I'd made it in time and asked a young, male member of staff to locate my order for me in their warehouse/storeroom. After a 10-minute wait he returned to the desk and explained apologetically that he'd found my order but that members of staff qualified to operate equipment needed to retrieve it had left for the day. He asked me if I could return tomorrow and he would ensure the washing machine would be ready for me to collect. At this, an older male member of staff who had been about to leave offered (readily) to see what he could do to help and his younger colleague asked if I minded waiting another 5 minutes, as it looked like he would be able to retrieve my order after all. A few minutes later, both men returned with the washing machine, the younger staff member apologising for the delay and thanking me for my patience, before helping me to load the machine into my car. A great customer service experience from start to finish - I'm sorry for other customers who have not been so luckily but I have no complaints.
Kitchens & custom service
It took over 4 months to sort out kitchen design lots of mistakes on design when it was finally ordered many items were incorrect had to re order back it went this took 3 months kitchen finally arrived (thank good we had our own person installing as I know people were waiting months for this. Installers put in kitchen but notice splash back was wrong colour & size but installers had already cut & glued in masters refused to change it!!! Many items did not fit & had to be customised!!! Now 2 years later vinyl wrap has come off complained in Dece...mber 2015 it has taken 7 months to finally get masters installers to my house today BUT it has not gone smoothly items ordered incorrect colour/profile only to be informed they don't do my profile any more so this is the placement!!! NOt happy never informed of this & I do not want the profile offered.
Worst customer service , unhelpful staff
Every masters ov been into i had to hunt for a staff member, but worst of all is the fact that every time I have asked for advice from staff they have no product knowledge and always seem to look horrified when you ask them a question? ?
slowest most pathetic customer service
Went to buy oven and dishwasher was told dishwasher was a special order but they will have a look to see if they have it young girl comes back with dishwasher dragging her feet like it was all to hard. fortunately one of her seniors overheard her saying they didn't have it 5 mins later he reappears with dishwasher this isn't my first pathetic customer service experience with master.
Waste of time
Rang before going to shop to ask if they could cut to size lattice panel. Was told yes. Drive half an hour to shop to then be told no. Waste of time and petrol. Never again.
Close shop already mofo.
Most frustrating and absurd online shopping experience...wasted over two hours of my time online and in person to get 15% of what I ordered and paid for. Epic Fail is a massive understatement. If Masters dumped millions in a campaign to specifically fail they could not have done a better job. I hope Masters finds the same end as Dick Smith (minus the Kogan angle) as it will be well-deserved, justified and inevitable. Then again I suppose the err could be mine as I never should have deviated from Bunnings and I hate that I have to give the minimum 1 star to post my review as this is 15 times more than Masters should get.
Terrible customer service and not refund product
Just bought the products two shelfs couple days ago , change of the mind want to refund this procucts, its still brand new , only one thing is outside package it's not 100percentage like new one,everyone open the package who can make sure they will totally new? And they are resuse to refund to us .they said he products not 100percents like before because the outside package is not good .
The store manager name is Jason in Browns plains , never saw any manager like that attitude to deal with the customers,he need to learn how to deal with customers , I will not come back this store any more and tell my friends do not come this store .
Worst customer service I've ever experienced in my life
Masters are an absolute disgrace. If you could award 0 stars that would be how I would rate them. You order online one night to be told the next morning they don't have the stock and neither does any other store within a 50km radius. And the North Lakes store is beyond terrible for customer service. Tired, boring, unenthusiastic staff. No greeting when going in the shop. The workers don't acknowledge you or have any knowledge on the products. Bunnings run rings around these morons.
Absolute time wasters
Do not bother Masters unless you like being infuriated.
In store you can be told by the one staff member that you find that three are unable to assist, as they sit eating a bag of chips up against the floating floor display.
You can then order online and be told you will receive delivery between 8 and 1 (which is already ridiculous, particularly for thousands of dollars worth of items) and then be sitting around at 4pm with no items with which to do your work and be told 'it is coming in half and hour' four times, after which you give up and leave the work site.
If they give me any trouble over a refund I will legitimately spend whatever it takes to sue this company.
Dishonest & Rude
The Masters Ebay online site. Rude, crude & very very offensive. Will not honour their published quality assurance statement. No recommended & we doubt we'll be ever going back to them unless an apology is forthcoming.
worst experience ever
I`ve made an online order a month ago, 3 items that I ordered, only 1 being dispatched, I called 2 weeks ago being advised that I will receive the rest of the order the following week. just called now asking where the hell is my order, then I`ve been told they have an IT problem that the 2 items that I ordered and paid a month ago were never showing in their system. and they can`t do anything now! I have to wait for them to fix the IT problem. I offered to go pick up in store instead of delivery although I`ve already paid for the delivery fee, ...then they told me I have to pay for the full price to the store, get refund for my online order, feels like their online store and physical store are not the same company. they can`t even communicate to each other, I have no choice but to cancel my order, now I have to go buy it somewhere else cause I need the product urgently and wasted 1 month time just dealing with them! what a joke! I wish I had read the review before I decide to go shop online at masters, I`ve been told since there is an IT issue so my case won`t be the only one, good luck people who made the online order! you might experience the same issue! never ever going to shop at masters again!! this is just unacceptable! plus shopping in store at masters is not a pleasant experience either, you can never find staff to help you, they told you to go find someone and then someone tells you to go find another person, and you`ve been told oh, I`m doing stock check now, too busy to help you!! if you don't have enough staff to go help your customer, here is a suggestion, hire more or shut down your store!!
Online orders from Masters
Experience of interaction with staff members is variable, from good to disgusting. I often order items online and collect them if I know they are on the shelf. On one occasion, a staff member started giving a spiel of the 300 orders they have and give the impression that a one day notice is not sufficient. I offered to collect the items of the shelf by myself and that she could just check the items out. A colleague walked with me to the shelf and collected the items and apologised for the colleague's behaviour.
I had a few online shopping experience with Masters. Every time when I went for pick up after being informed items were ready, they couldn't find one or two products. What I could do was to wait for them to "find one" from the shelf and it always took very long time as staff were unfamiliar with the store. In my most recent online order, I was informed that one item was out of stock and the transaction would be cancelled. Up to now it's been nearly a month, I still haven't received the refund. The store wouldn't want to trace up for me. I called customer service twice and both times I was told the refund has been processed and please allow 24 to 48 hours to receive it. Another 48 hours have just passed now, I'm still getting nothing!
Where do I even start? Don't shop at Masters, especially online.
You know, their stores are possibly nicer than Bunnings, certainly they are air conditioned and Bunnings aren't but, oh they are so incompetent and disorganised. It's no wonder it hasn't worked out as a business. When you're counting on items for a job, you are better off going somewhere you can count on those items being delivered.
1. Ordered products online, paid for products, picked up part order. Then they started cancelling parts of the rest of the order, even though those parts were still available online - 2 weeks AFTER they cancelled...my orders. When I complained they said 'Oh, they are still available on the website? I will have to speak to IT about that.' Now I am left with mismatched items for the work in my home because the work had already started. 2. Bought products and found them on Masters on Ebay cheaper. Masters refused to price match. Told me twice that they specifically exclude anything from Ebay (yes, their own ebay store) IN their price guarantee. This is NOT in their Price Match Guarantee. Have referred this to Fair Trading. 3. Bought items from their online shop and they delivered different items to what I purchased. When I took them back to a shop, I found out the items online have different pictures to what they actually are. That was months ago and they haven't been changed. 4. If they have a sale set for a certain date, they will start selling that product before the sale date in store and online ... so be warned, if you want a particular sale item go online the night before and do click and collect (no guarantee you'll actually get it though) - OR, randomly go into the shop the day before. This is how they do business, even though they will tell you it isn't how they do business.
DIY Kitchens Definitely NOT DIY!
We had a full measure and quote done for our kitchen by MASTERS and when we got it, it didn't fit, we had to make adjustments to it by removing feet from the pantry and also knocking out part of our wall fortunately it was only plaster. The staff were somewhat helpful but you could see by the look on their faces that it was ... "oh no not them again". The Profile kitchen instructions leave a lot to be desired as there is virtually no written instruction just pictures and arrows etc... not very helpful and there is no help line. I wouldn't recommend the DIY Kitchen to anyone unless one of the installers is a tradie, fortunately my husband is one but still this is by NO means a DIY.
Items comparable to bunnings, but forget the service (Box Hill Branch)
Masters is great if you know what you need and can grab what you want and get out. Have found brands and items comparable to bunnings eg Bosch sold at both. Have spent last year renovating my house, and generally choose masters over its main competitor due to the fact that there are usually less people and masters have an online click and collect order system.
That being said service at masters is poor. Usually head there on weekends of after work. Even though there seem to be more staff than shoppers, on the off chance you need assistance,...the workers make it seem like you are greatly inconveniencing them by speaking to them. They recently shut down the timberyard before 9pm (due to apparent thefts). When I asked for them to open it up so I could grab some cement (which the door lady said was fine as the whole store is supposed to be open) they took 10 minutes to find someone who had the keys. The older chubby bloke who had them gave me a look like I had asked him for one of his kidneys. Unfortunately staff just don't seem to want to be there. My experience at masters is that there seem to be a few knowledgeable staff members at masters, but majority seem like casuals showing up for some extra pocketmoney who handball the queries to the others.
Terrible customer service and organisation
Tried calling eight times to ask if an item was in stock. Phone call was finally answered after eighth call only to be put on hold until I eventually hung up thinking they must have forgotten I was on the line. Apparently they couldn't find someone to tell me whether my item was in stock or not. Ended up driving to the store myself as I saw that the item was in stock online. Got to the store and could not find item. Went up to two employers who completely ignored me and continued walking. I then went up to the front desk to be told they have no...control over the online site and that just because it says it's in stock doesn't mean it really is. Was told to wait for someone that could tell me if they have my item in stock. Ended up walking out after waiting another ten minutes yet to be assisted. Thanks for wasting my morning Masters! Think I will stick to Bunnings.
Click & forget
What an incompetent management both at higher level down to employee level. Make a click and collect order, and after 5 days you're told that no stock. Call them to get refund, no refund made until you contact them. Never buy online from them.
Online shopping - Forget about it!
So I ordered two drills online from Masters on the weekend, get a call on Monday morning saying they are out of stock, I asked... why could I select the product if it is out of stock, his reply was our stocktaking system is in disarray and doesn't talk to their online system, so in other words, their online system is rubbish, what is the point of having online sales if the product is not available in the first place, thank god this pathetic company is closing down!
First and last visit to your crappy store. lost $99 on sensor light as it was faulty and crazy manager refused to replaced it. Craig grow up, no wonder u guys are in loss. Dodgy products, quite similar to 2 dollar shop.
Bunnings the best !!!
Another example of excellent service!
I'm getting to be a bit of a fanboy of Masters. I wanted a chainsaw that they had advertised but no stock anywhere in Qld, initially it was a bit of 'tough luck' but their excellent company buyers managed to track one down and are having it shipped to my local store. Will update this when I get the saw and have given it a run.
Update: I used it the other weekend to cut up a tree that was pushed over during land clearing...it cut it up without any issues, stopped and started easily. Once I give it a bigger work out I'll update again.
I understand their situation.
Ordering online for pick up at Bayswater store continues to be an issue. Either contacted a week later to say the item is not available (computer indicates there are items) or at pick up told. Losing money are we Master, well I ...
Forget clearance lines advertised
Went online to browse, saw light bulbs advertised as clearance for 50 cents each, different wattages...suited my needs perfectly so I decided rather than click and collect I'd head to the store in person. Apparently they didn't have any however they were all there on the shelf but I was told by 2 staff that the barcodes might have changed (I know it wasn't the packaging) which they also tried to say was the issue), it appears false advertising to get you into the store.
Excellent Customer Service
Excellent customer service from staff who actually do know what they are talking about. All staff I've encountered have been friendly, smiling, knowledgeable and out if their way helpful. Thank you Masters. Your competition just lost a customer.
Great help and advise.
Thank you to the two person crew on Thursday morning the 2nd June for all your help and extra effort with assisting me to purchase 685 lm of deck timber. The free trailor was a bonus. Good work.
Questions & Answers
Does anyone know what brand toilets Masters sold. I have a hairline crack in my cistern and am wanting to buy a replacement. Thanks Gail
Has anybody tried to assemble one of the kitchens ? The detail on the drawings is terrible . trying to assemble rawer & have no idea how to do it. No video tutorial available & scared I will damage the drawer trying to prise out a fitting to attach to front board . I will never buy the Profile range again
Why am I receiving this email?
Please delete my email ,
how do you get onto the big boss at their h/q? It is hard to contact anyone
Sorry didn't....spoke to telephone receptionist and asked for directions to complain...explained my problem....she then spoke with manager and arranged for replacement blade from stock on floor.... extremely bad product because of lack of parts ...I had been in touch on 2 previous occasions and told that they would ring back...which didn't happen...xtremly bad customer service
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